Outcomes Researcher 

OUTCOMES RESEARCHER ROLE DESCRIPTION

Purpose of the Role:

To carry out a survey on clients using the Advice Barnet Project Helpline.

The survey has been designed to assess outcomes and satisfaction of clients using the Advice Barnet Project helpline. The aim is to identify any areas for improvement in the service and consider its validity in providing members of the public with the information and facilities they require in order to solve their particular issue.

The survey includes questions regarding client satisfaction and outcome and an opportunity to make general criticisms about the helpline.

Volunteers will be asked to call ABP clients and ask them to complete the questionnaire. They will also be required to record results and client information for Quality Assurance purposes.

Responsible to: ABP Project Manager

Personal skills and qualities an Outcomes Researcher needs:

- Excellent telephone manner;
- Fluency in English and good verbal & communication skills;
- Empathy: clients calling our helpline often find themselves in unpleasant or difficult circumstances;
- Even though the purpose of the calls is to complete the questionnaire and no advice should be offered, sensitivity to social issues and good listening skills are essential.
- Focus and determination: clients called are often short of time or reluctant to answer questions, in particular, where they can see no personal gain. Volunteers must be able to introduce the survey as a means of improving the service which clients may need to make use of again in the future.
- Good written and organisation skills: Volunteers will be required to record results of the survey in a table, which will later be used for our yearly report, therefore accuracy is essential.
- Good record-keeping skills: Volunteers must take down vital client information such as client reference numbers, telephone numbers, area of residence and type of enquiry.

Training:

A short period of training (3-6 hours) will be given at the ABP office.

Contact Details:

Please email the Recruitment Administrator, Debbie Mattana at This e-mail address is being protected from spambots. You need JavaScript enabled to view it.